AccountId: 011433970860
ContactId: 255959bb-9b1e-444e-b915-d814569041dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277329 ms
Total Talk Time (AGENT): 105827 ms
Total Talk Time (CUSTOMER): 78809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/255959bb-9b1e-444e-b915-d814569041dc_20250430T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good morning, [PII]. My name is [PII], calling on behalf of our provider to check benefits. Please help me with that.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. One moment, [PII]. So I have 02599110.
[AGENT][NEUTRAL] All right, thank you for that. One moment please. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] 2 1725. OK, got it. Thank you so much. And do you have any group number, group name on the plan?
[AGENT][NEUTRAL] Group number is 70056.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is going to be management.
[AGENT][NEUTRAL] Analysis and utilization.
[CUSTOMER][NEUTRAL] OK. Got it. Thank you. And uh what is the annual maximum deductible on the plan?
[AGENT][NEUTRAL] A patient has a limited benefit plan and so this is going to pay a set amount depending upon what the patient is being seen for. Uh, there is no deductible on here. Is the patient being seen for an office visit?
[CUSTOMER][NEUTRAL] Uh, no, actually it's for, uh, dental.
[AGENT][NEUTRAL] Oh, you're looking for dental.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment. This is not a dental plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] OK, would you like the uh policy number for the dental plan?
[CUSTOMER][POSITIVE] You can provide it whenever you're ready.
[AGENT][NEUTRAL] 02599112
[CUSTOMER][POSITIVE] OK. Got it. Thank you.
[AGENT][NEUTRAL] This does show an effective date of [PII] as well.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And their maximum deductible?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So it looks like their calendar year max is gonna be $500 deductible is $50. Patient has both remaining.
[CUSTOMER][NEUTRAL] Nothing juice. Nothing that. OK.
[CUSTOMER][NEUTRAL] And uh waiting period applies for the plan?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, there is no waiting period. Patient has preventative and basic coverage only.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK. No major and auto?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, got it. And uh any history on file?
[AGENT][NEUTRAL] Let me check here, one moment.
[AGENT][NEGATIVE] No history on file.
[CUSTOMER][NEUTRAL] No dental history at all right. OK. Got it, [PII]. Thank you.
[CUSTOMER][NEUTRAL] And the name [PII] spelled [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the reference number?
[AGENT][NEUTRAL] Call references my name with the initial to my last name than today's date. The last initial to my name is [PII] following today's date.
[CUSTOMER][POSITIVE] OK, got it, [PII]. Thank you so much for your help then I'm done with my questions. Hope you have a wonderful day. Bye take care.
[AGENT][POSITIVE] You too. Thank you for calling ATL. Bye bye.